topic Re: Sky q broadband in Broadband

Sky q broadband

Emma1981- — Mon, 23 Jun 2025 11:30:32 GMT

Outreach came and fitted a new line, the guy said I had a blockage and someone from outreach would be back later that day to clear the blockage. No body came. The new broadband is not working. How do we fix this?

Re: Sky q broadband

Daniel0210 — Mon, 23 Jun 2025 11:36:40 GMT

@Emma1981-

You'll need to call Sky to chase up a follow-up visit from Openreach not Outreach.

Re: Sky q broadband

Emma1981- — Mon, 23 Jun 2025 11:45:48 GMT

I've tried to contact outreach, to find out when the guy is meant to be coming to clear the blockage, they tell me I have to speak to my provider, which is sky. I've tried to contact sky & seem to be getting nowhere. How do I fix this problem?

Re: Sky q broadband

Daniel0210 — Mon, 23 Jun 2025 11:47:34 GMT

@Emma1981-

Once again, it's Openreach not Outreach.

Whats the problem with calling Sky?

Re: Sky q broadband

Emma1981- — Mon, 23 Jun 2025 11:50:47 GMT

Apologies. It Tells me the department is not open or just sends me go the wrong please

Re: Sky q broadband

TimmyBGood — Mon, 23 Jun 2025 11:54:58 GMT

@Emma1981- wrote:

the guy said I had a blockage and someone from outreach would be back later that day to clear the blockage.

Extremely unlikely to be the same day...

Where rodding doesn't work, digging can take weeks to arrange (or even months where road closures or pavement excavation is involved)

Re: Sky q broadband

Daniel0210 — Mon, 23 Jun 2025 11:55:20 GMT

@Emma1981-

Apart from when staff are undergoing training I am not aware of unavailability of staff.

What 'department' are you asking for?

Calls to Sky will initially be automated which may try to send you here to the forum, offer you online help or offer to send you a text. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

Re: Sky q broadband

Emma1981- — Mon, 23 Jun 2025 11:59:45 GMT

The lad who came around to fit it, told me they would be round that afternoon around 3pm, why say that if that wasn't the case. I'll try and call sky again tomorrow.
thank you for your advice and guidance

Re: Sky q broadband

Emma1981- — Mon, 23 Jun 2025 12:00:53 GMT

Broadband

Re: Sky q broadband

TimmyBGood — Mon, 23 Jun 2025 12:08:52 GMT

@Emma1981- wrote:

why say that if that wasn't the case.

Inexperience, probably. Generally it's best for installers not to make any such promises as this raises customer expectations beyond what's reasonable. Openreach is currently attempting 80,000 FTTP installations every week between now and December 2026, so some are going to go wrong.

Re: Sky q broadband

Emma1981- — Mon, 23 Jun 2025 12:13:21 GMT

So you think they'll get to me eventually

Re: Sky q broadband

TimmyBGood — Mon, 23 Jun 2025 12:26:06 GMT

@Emma1981-

They certainly aim to do so because delayed activation costs them money.

Re: Sky q broadband

Emma1981- — Mon, 23 Jun 2025 12:34:42 GMT

What's the chances the guy has turned up